Jun 28 23:38:00
Best practice to get feedback on experience? Real time survey on every interaction with no more than 3 questions. #gartnercrm
Ciboodler001
Jun 28 23:35:47
2010 and beyond is about mutually managed customer experience says Johan Jacobs #gartnercrm
Ciboodler001
Jun 28 23:25:04
RT @swoodruff: Interested in customer experience? Then you need to follow @bcarroll7 , and read her Customers Rock! blog. +1,000
ekolsky
Jun 28 23:18:19
#GartnerCRM - once you invest into a transaction/channel make sure you use it across the enteprise (agree)
ekolsky
Jun 28 23:16:41
#GartnerCRM - identify points of interaction first, then identify the channels, then the phase in the CLC . build a matrix for strategy
ekolsky
Jun 28 21:01:58
Engaging with a customer via a multichannel experience increases customer loyalty. #gartnercrm
bcarroll7
Jun 28 20:06:58
Tom blogs about the practice of Excellence: http://is.gd/d84Ok ^SD
tom_peters
Jun 28 16:56:15
Good brand has the ability/capability to deliver consistent +ve touchpoint experience to target market resulting in sustainable biz. #brand
Choypw
Jun 28 16:51:24
Companies should 'empower' employees to use use social media- a few are already doing it well! Free article: http://s.hbr.org/9ZPWgS
HarvardBiz
Jun 28 16:43:55
#gartnercrm Less than 40% will aim at customer intimacy by 2015 tho' 57% claim to be that now. Too hard to do, more realism req.
pgreenbe
Jun 28 16:37:45
#gartnercrm 89% of customers tell friends abt. bad experiences. 25% use social media to do that. In 2015 - 75% will use social media.
pgreenbe
Jun 28 16:26:37
#gartnercrm talking about co-creation. "in order for people to feel it's relevant, they have to have part in creating it."
pgreenbe
Jun 28 16:22:38
Good overview of the basics: Twitter for business 101 http://bit.ly/apmVDD
armano
Jun 28 16:22:02
#gartnercrm Privacy is reduced as an option; companies no longer control the customer; customers want value (shoes - Jimmy Choo)
pgreenbe
Jun 28 16:21:09
#gartnercrm "power of consumers rising thru their ability to choose." | AMEN
pgreenbe
Jun 28 15:44:17
Boost Customer Service With a Little Digital Magic http://bit.ly/akJ2gV /via @MarketingProfs
NewMediaBuzz
Jun 28 14:38:25
The Delicate Art of Being Perfectly Assertive http://s.hbr.org/bir9rN
HarvardBiz
Jun 28 14:02:24
Companies neglect the Engagement Phase, the critical period AFTER a sale is made. See my post: http://experiencematters.wordpress.com
btemkin
Jun 28 14:01:39
Great posted comment Barry! RT @bsdalton: Service experience improved thru labor economics? fr @reaburn #cem #custserv http://bit.ly/aJ6myN
Reaburn
Jun 28 13:11:31
3 New Ps of Marketing… and Other Highlights of @Silverpop’s Consumer Summit
MarketingProfs
Jun 28 11:14:44
Four types of entrepreneurs - which one are you? via @sgblank http://bit.ly/cSO8lj
DonPeppers
Jun 28 10:30:02
Webinar: how to create customer retention building an emotional connection with your customers. http://ow.ly/241yn
ColinShaw_CX
Jun 28 08:50:20
Blog article - A guide to staff engagement surveys http://bit.ly/3eF0E7
surveyemployees
Jun 28 03:23:21
Advertising Alternatives for Your Blog http://shar.es/m8y2O
armano
Jun 27 23:45:16
Blog article - Employee engagement - the solution in difficult times: http://bit.ly/JKV2j
surveyemployees
Jun 27 22:04:39
The difference between marketing, pr, advertising & branding illustrated http://ow.ly/23TU3 #pr #marketing #brand
Steveology
Jun 27 19:12:31
Clayton Christensen's "How Will You Measure Your Life?" in the new HarvBusReview is thought-provoking. #beachreading
DanielPink
Jun 27 17:48:38
Peace...
Choypw
Jun 27 16:46:29
Clearly not a goal ;) http://bit.ly/9hcmjY
frogdesign
Jun 27 16:01:37
"The creative is not the differentiator. The differentiator is how to manage the process of marketing." http://bit.ly/cRJB3m via @frogdesign
Choypw
Jun 27 12:02:21
Hm... I'm wrong... The favorite function for iPhone is still unstable... @Twitter isn't listening... #twitter #marketing #cem
Choypw
Jun 27 10:25:41
Wow! @Twitter is listening... The favorite bug for iPhone is solved! #marketing #cem #twitter
Choypw
Jun 27 04:48:17
"Happy are those who... the Kingdom of... belongs to them..." Fill-in-the-blank. #management #marketing
Choypw
Jun 27 04:42:59
@surveyemployees Do you really understand Chinese proverbs?!
Choypw
Jun 26 23:11:31
Be creative solving service capacity / demand imbalances. RT @DeliverBliss Reading: A 3-legged entry in the 100M dash. http://bit.ly/avNKtn
Reaburn
Jun 26 20:32:03
RT @iamgfc: RT @DonPeppers: Humorous post by @danariely = 7 habits of ineffective people http://bit.ly/9xXkaP
DonPeppers
Jun 26 20:30:23
Chinese proverb: Dream different dreams while on the same bed
surveyemployees
Jun 26 20:14:51
RT @EEA_Org: The "trustability revolution" - looks like it might be led by employees, despite managers' reluctance http://bit.ly/9OJJaw
DonPeppers
Jun 26 20:11:42
RT @BrendonWalker: RT @DonPeppers: Study shows employees are much more sensitive to customer needs than managers are http://bit.ly/9OJJaw
DonPeppers
Jun 26 16:53:30
surveyemployees
Jun 26 15:12:16
Some best practices in taking customer service to the mobile device http://bit.ly/9XX4Hd Well worth the read!
DonPeppers
Jun 26 12:10:50
Favorite tweets don't show up as favorite in iPhone? #twitter
Choypw
Jun 26 11:25:21
Thought on Motivation: "Delegating responsibility promotes motivation"
surveyemployees
Jun 26 07:32:10
First Class: @wimrampen on how Service-Dominant Logic changes the future of marketing http://tinyurl.com/33g78sb Part 1/3
GrahamHill
Jun 25 21:13:22
RT @pricingright: Cust Service as Growth Engine - note how Walgreens focuses on high value customers http://on.wsj.com/bA4bjO @piplzchoice
Reaburn
Jun 25 20:45:11
Reading: “Actions Speak Louder Than Logos” http://ow.ly/20wrZ
MichaelHinshaw
Jun 25 19:20:00
@mashable http://bit.ly/auVBAy... who cares? #marketing #scrm
Choypw
Jun 25 19:17:34
Do you engage customers after they buy, or just move on to the next sale? See my new post: http://experiencematters.wordpress.com
btemkin
Jun 25 19:14:03
Is the world fair? Poor Isner... #tennis #record #wimbledon
Choypw
Jun 25 19:12:22
"It pays to be persistent." David Bechham
Choypw
Jun 25 18:37:29
@kenblanchard Is perception really reality? What's perception? What's reality? #management
Choypw
Jun 25 18:35:58
Perception is Reality: http://ht.ly/23mxB
kenblanchard
Jun 25 17:55:11
It's really time to get back to basics, so please stop @unmarketing and #scrm. #trends #marketing #management
Choypw
Jun 25 17:53:02
@unmarketing is an interesting concept. So why not unbranding too? Or even uneverything? #marketing #brand
Choypw
Jun 25 17:49:40
Sorry #Twitterific... I have to say goodbye... as I'm switching to #Twitter for iPhone. Why? Because you're not good enough. #marketing
Choypw
Jun 25 17:42:27
@Choypw Probably on there but can't recall :)
chrisabutler
Jun 25 17:39:59
@chrisabutler Ditto! Hey Chris... are you on CustomerThink? I think I saw your name there long ago... I quit CT... waste of time there.
Choypw
Jun 25 17:36:28
@Choypw My pleasure! I love your thoughts on customer service. Very insightful.
JenKuhnPR
Jun 25 17:34:49
@Marcio_Saito Bob Thompson? Ha! Anyway. I don't think SCRM is anything new. Just get back to basics. #scrm
Choypw
Jun 25 17:34:40
@Choypw I am now :) I think it is about a whole heap more. Our corp blog is at http://bit.ly/GY0Gy Lots of my thoughts there :)
chrisabutler
Jun 25 17:32:10
@chrisabutler Interesting... you ain't on my followers list, but you reply to my tweet. Thank you.
Choypw
Jun 25 17:30:08
@Choypw Checked #touchpoint and I think we are saying the same thing. http://bit.ly/cWLSPB
Marcio_Saito
Jun 25 17:29:48
@JenKuhnPR Thank you for the RT.
Choypw
Jun 25 17:23:58
@Marcio_Saito http://bit.ly/awbv6w Is it really simply 1-to-1 or 1-to many? #scrm
Choypw
Jun 25 17:23:21
@chrisabutler http://bit.ly/awbv6w so what do you think?
Choypw
Jun 25 17:09:28
@Choypw But for the past 150 years, it has been primarily one-to-one or one-to-many because of the influence of the Print Medium. #scrm
Marcio_Saito
Jun 25 17:05:35
That's little things: 01101100 01101001 01110100 01110100 01101100 01100101 00100000 01110100 01101000 01101001 01101110 01100111 01110011.
Choypw
Jun 25 17:04:43
That's experience: 01100101 01111000 01110000 01100101 01110010 01101001 01100101 01101110 01100011 01100101. #cem #cxm #touchpoint #toex
Choypw
Jun 25 17:04:15
That's touchpoint: 01110100 01101111 01110101 01100011 01101000 01110000 01101111 01101001 01101110 01110100. #touchpoint #cem
Choypw
Jun 25 17:01:49
TRANSLATOR, BINARY-http://bit.ly/bpoNGN
Choypw
Jun 25 16:55:37
I'm through with the Western shit! Let's get back to basics. #trends #management #marketing #touchpoint
Choypw
Jun 25 16:54:56
RT @Choypw: If social is about many-to-many,...been around for years.Stop making it big coz u think it's new! #scrm | Much more than that!
chrisabutler
Jun 25 16:50:18
The extra mile taken by employee is rewarded by the extra mile taken by customer. #touchpoint #cem #toex #cxm via @Choypw
JenKuhnPR
Jun 25 16:49:24
If social is about many-to-many, it's nothing as it's been around for 1k+ years. So stop making it big because you think it's new! #scrm
Choypw
Jun 25 16:46:44
Please and please unfollow me if you think I tweet #shit! I don't want you to show up on my followers list at all!
Choypw
Jun 25 16:32:19
@unmarketing What's this!!!??? Nooooooooo!?!?!?! #marketing
Choypw
Jun 25 16:31:06
@LeftsideLarry Who's this? Stop spamming me!!!
Choypw
Jun 25 16:30:21
RT @carolyn0122 A brand [experience] is the sum of the good, bad, ugly & off-strategy. Your best & worst product, best & worst employee.
MichaelHinshaw
Jun 25 16:23:14
What're the #touchpoint experienced by employee, customer, and brand? #marketing #touchpoint #custserv
Choypw
Jun 25 16:21:28
The extra mile taken by employee is rewarded by the extra mile taken by customer. #marketing #marketing #touchpoint #cem #toex #cxm
Choypw
Jun 25 16:20:36
Engagement encourages employee to walk the extra mile. #management #touchpoint
Choypw
Jun 25 16:20:04
Consistent touchpoint employee experience promotes committed engagement. #management #touchpoint
Choypw
Jun 25 16:19:07
Do you think I care? Just unfollow me! I'm proud to have @DonPeppers on my followers list!
Choypw
Jun 25 16:12:20
Looking at: Experiences are emotional: If I think back over the main lessons I’ve learnt throughout my life, witho... http://bit.ly/dyMX0P
surveyemployees
Jun 25 11:52:12
is switching from Twitterific to Twitter for iPhone.
Choypw
Jun 25 10:57:43
wanszezit
Jun 25 10:20:02
Building brands takes time – Britain
ColinShaw_CX
Jun 25 08:33:40
What matters if touchpoint experience doesn't? #touchpoint #marketing #management
Choypw
Jun 25 06:38:59
5 ways to become a better listener - Holy Kaw! http://om.ly/mjYn
GuyKawasaki
Jun 25 04:20:57
Tried. Tested. Trusted. Thanks Todd.
Emotivebrand
Jun 25 02:50:32
40 brilliant and creative print ads http://tinyurl.com/2drmg2q
GuyKawasaki
Jun 25 00:10:26
Tom examines the word SERVICE and its beauty: http://is.gd/d2MGs ^SD
tom_peters
Jun 24 17:58:33
Does greater competition improve performance or increase cheating? http://bit.ly/9iHEn8 (HT: @coachlowell & @davidrock101)
DanielPink
Jun 24 17:26:17
only 13% of companies modeling customer LTV use all four "leading indicators" of LTV change http://bit.ly/ci18Hg
DonPeppers
Jun 24 17:18:11
10 things to need to stop tweeting about http://bit.ly/vIUoN HT @libbypigg
armano
Jun 24 17:15:43
How good is your customer experience? Take Temkin Group customer experience competency assessment: http://tinyurl.com/4cxpcomp #cxp10
btemkin
btemkin
Jun 24 17:12:47
The MBA debate isn't over yet. Professor Richard Barker says no, management is not a profession. Free article: http://s.hbr.org/aKibVK
HarvardBiz
Jun 24 17:09:07
RT @Merchant_Group: 28% of iPhone users check Twitter or Facebook before getting out of bed. Do you? #SocialMedia? http://bit.ly/csIp6d
DonPeppers
Jun 24 16:38:21
Does Customer Experience really Matter? - http://b2l.me/54nfm by @piplzchoice
VirtualMR
Jun 24 16:18:52
57% of firms have VoC program: 84% already see positive value. See Temkin Group Insight Report: http://tinyurl.com/cxp2010 #cxp10
btemkin
Jun 24 15:39:38
Making Your Strategy Work on the Frontline http://s.hbr.org/cnkOEd
HarvardBiz
Jun 24 15:38:56
Speakers: “Over”use the word … WE. You must make common cause with audience. When talking about screwups, lead with your own screwups.
tom_peters
Jun 24 15:31:24
If you “got a lot across” in a presentation, odds are you got nothing across. If you got … ONE THING … truly across, you hit a home run.
tom_peters
Jun 24 15:30:54
Effective communicating REQUIRES “wasting” lots of upfront time to establish rapport. (“Getting right to the point” usually disastrous.)
tom_peters
Jun 24 15:30:25
Ink the word “LISTEN” on your hand before your next meeting. (And/or “DON’T INTERRUPT.”)
tom_peters
Jun 24 15:29:42
“You didn’t get what I was saying/writing” = I WROTEIT/SAID IT WRONG. (The receiver only mis-understands when the originator mis-sends!)
tom_peters
Jun 24 14:54:18
No notes, No slides, No filter. Full HD of my "Evening with UnMarketing" rant http://is.gd/d0vfY
unmarketing
Jun 24 14:44:37
I was manipulated to RT this RT @jonathanfields: The Line Between Persuasion and Manipulation - http://bit.ly/bxQGnc
unmarketing
Jun 24 14:22:11
The Long of Coming Up Short http://s.hbr.org/bT0VVF
HarvardBiz
Jun 24 14:00:46
Explore the various employee engagement theories: http://bit.ly/4avYY2
surveyemployees
Jun 24 13:30:10
Hello everyone at Forrester's CE Forum. I'm sure the event will be great. For info on my new firm: http://www.temkingroup.com #cxp10
btemkin
Jun 24 12:39:39
The "trustability revolution" - looks like it might be led by employees, despite managers' reluctance http://bit.ly/9OJJaw
DonPeppers
Jun 24 11:32:07
I like this article, especially the last part: Co-Creation & Search: It's All About the Customer http://j.mp/c3S83P (via @szwerink)
GrahamHill
Jun 24 07:32:48
RT @kevinsigliano: Customer Experience Management is the key to future brand growth. How does it fit in a CRM centered co.? What about so...
ErikPosthuma
Jun 24 07:19:28
RBS & NatWest launch a 'Customer Charter' w/14 service promises to rebuild bailout burned brand #cem #cex http://bit.ly/dbVWB1
EffectiveExp
Jun 24 05:41:55
What do you touch when you create a touchpoint? #touchpoint #marketing
Choypw
Jun 24 03:35:16
RT @KarlSakas Thought-provoking article by @1918: How often do people sincerely ask you "What can we do for you?" http://bit.ly/9XS9BC
Reaburn
Jun 23 23:25:03
RT @rgmarkey Dell CEX chief: "Brand is the promise you make; CE is the promise you KEEP." http://bit.ly/atG9W1 #cem
MichaelHinshaw
Jun 23 18:57:54
TheForumCorp
Jun 23 17:23:33
@samsonkwok Life pretty sucks...
Choypw
Jun 23 17:15:05
RT @GregoryMJackson: Excellent Read!: Rt BNET: http://ow.ly/21Pb7 How Small Changes Can Produce Big Breakthroughs #innovation
Toni_Newman
Jun 23 16:48:51
Outcomes-Based Experience Design-http://bit.ly/d02QSS
Choypw
Jun 23 16:42:06
"The highest good is like water." Lao Zi
Choypw
Jun 23 15:00:26
How to use #Customer #Touchpoint #Innovation to grow your business http://ow.ly/22frJ
Toni_Newman
Jun 23 15:00:13
RT @ohlerich: Lesenswert: "Forrester: The future of the online customer experience" (1) http://bit.ly/aHmq8r
Toni_Newman
Jun 23 14:55:07
RT @alisonbolen: "Customer experience is the new marketing." -Astrid Bohé #Accenture #pbls10
Toni_Newman
Jun 23 14:43:50
Solid reminders: 10 Tips for Building Customer Loyalty: http://bit.ly/ctMWq4 #in
MarketingProfs
Jun 23 14:40:36
Only 10% of firms are very good at "employee engagement." New Report: The Current State
btemkin
Jun 23 14:35:12
Free Webinar: Prevent Insurance Customers from Switching: Focus on Experience http://ow.ly/21Jws
ColinShaw_CX
Jun 23 13:10:04
Poor customer experiences trigger switching epidemic http://ow.ly/226ez
ColinShaw_CX
Jun 23 13:00:05
10 Great Tips for building customer loyalty http://ow.ly/227H5
Toni_Newman
Jun 23 12:55:01
RT @Choypw: RT @ekolsky: RT @CRMStrategies: In pursuit of True Relationship Value http://ow.ly/21EfR #crm #cio
CIOPeerResearch
Jun 23 11:59:32
RT @deliverbliss: 44 Customer Experience Blogs You Should Be Reading http://bit.ly/9rMiMi
Toni_Newman
Jun 23 11:06:29
What the heck is Xfinity? A missed opportunity for improving customer experience. See my new post: http://experiencematters.wordpress.com
btemkin
Jun 23 10:45:42
Good read if a little analytical RT @claudiocosta72: Very interesting approach on Customer Experience http://lnkd.in/m3NEKr
Toni_Newman
Jun 23 10:43:47
@Choypw Gee???
samsonkwok
Jun 23 10:30:04
Building brands takes time – Britain
ColinShaw_CX
Jun 23 09:57:21
Gee!!!
Choypw
Jun 23 08:46:15
"The Art of Behavioural Economics:
Much proverbial ink has been spilled on the coinciding of two events on Septemb... http://bit.ly/a8Swn4"
OGILVY
Jun 23 08:39:12
Management Tip: Don't Let Your Strategy Distract You http://s.hbr.org/bWnRyx
HarvardBiz
Jun 23 02:34:34
Howard Schultz on Starbucks' Turnaround http://s.hbr.org/aODHWb
HarvardBiz
Jun 23 01:40:19
Leadership models & theories in ppt fmt http://bit.ly/1BMXP9 Please rt AD
surveyemployees
Jun 23 00:39:33
To touch or not to touch, that is the point. #marketing
Choypw
Jun 22 21:45:34
How to use a customer satisfaction survey to evaluate business performance http://goo.gl/fb/y7muf #customerservice
YourCustomers
Jun 22 19:17:45
Time to Harmonize Your Cross-Channel Customer Experience - #cem #cex #touchpoints #crosschannel http://bt.io/FTdH
EffectiveExp
Jun 22 19:13:10
The Enhanced Definition of Customer Experience. What do you think ? http://bit.ly/9ghRHC (via @ericjacques) #cem #custserv
EffectiveExp
Jun 22 19:11:57
Thx to @Choypw for the RT's and the support for our starting blog ! Much appreciated !
EffectiveExp
Jun 22 18:03:23
Note to Client: Don't THINK marketing, THINK relationships http://ht.ly/21E2x #ttnotes
thinktank_
Jun 22 17:55:04
43 Amazing Customer Experience blogs via @deliverbliss http://deliverbliss.com/2010/06/best-customer-experience-blogs/
Toni_Newman
Jun 22 16:40:08
Customer Experience Data and the Bright Line Between Success and Failure http://ow.ly/20wkC
MichaelHinshaw
Jun 22 15:51:16
46% use Net Promoter, but 19% never heard of it. Temkin Group report: The Current State Of Customer Experience. http://tinyurl.com/cxp2010
btemkin
Jun 22 14:40:07
Must read re resistance to the imptce of cust experience http://blogs.bnet.com/customer-service/?p=1124
Toni_Newman
Jun 22 14:00:50
Summer reading tip: a community-driven collection of service design related books via @servdes #servicedesign http://bit.ly/b9qn6s
EffectiveExp
Jun 22 13:41:57
62% of firms have customer experience senior exec. Temkin Group report: The Current State Of Customer Experience. http://tinyurl.com/cxp2010
btemkin
Jun 22 13:40:04
Great reality check. RT @jeanniecw: The messy, right-brained analysis for Customer Experience Pros - new post http://bit.ly/dqc6Ur
Toni_Newman
Jun 22 13:23:28
Good list of Customer Experience blogs by @deliverbliss #cem #cex http://bit.ly/9nnBzv
EffectiveExp
Jun 22 13:07:39
RT @CRMStrategies: In pursuit of True Relationship Value http://ow.ly/21EfR #crm #cio || very good read, good questions to answer
ekolsky
Jun 22 09:35:41
Video: A great way to to connect people. Thanks Ivana! http://tumblr.com/xrabzl71w
ErikPosthuma
Jun 22 08:42:16
New Blog post: History of SMART Objectives: In organisations we use many terms, but often we have no idea where th... http://bit.ly/dbSTGt
surveyemployees
Jun 22 07:30:19
article - A guide to staff engagement surveys http://bit.ly/3eF0E7
surveyemployees
Jun 22 03:59:01
Attn CEO's: Business is hard and getting harder. Dealing with the complexity gap http://tinyurl.com/2d6c6uf
rhrdavis
Jun 22 03:35:16
Why you need to know your Social Customers: Because they control your brand! http://goo.gl/fb/j7IWD #customerservice
YourCustomers
Jun 22 01:08:10
Reading: Top 10 Engagement Tips | Wright Results: Here are the most recent tips to heighten your management commun... http://bit.ly/ck7eZd
surveyemployees
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